World Class Business Solutions World Class Service Strategy Tool http://www.montecarlocg.com

Topics Quality of Service as a Competitive Advantage Perceptions - Symptoms in the local market Step 0 Reality Check Requirements for Service Quality Breakthrough Improvement HPDC Journey Objective HPDC Value Added

Quality of Service as a Competitive Advantage Actual markets now a days look beyond product physical caracteristics Market niches look for significance and outstanding quality of service Is cheaper to sell to a recurrent customer than to a new customer Social network and internet technologies drop borders and make outstanding quality of service globaly visible in just a click

Topics Quality of Service as a Competitive Advantage Perceptions - Symptoms in the local market Step 0 Reality Check Requirements for Service Quality Breakthrough Improvement HPDC Journey Objective HPDC Value Added

Perceptions - Symptoms of quality level in the local market Tender wrong mood or attitude while serving the customer? Video Paper work impacting lead times, cost? Response time to deliver service 2-3 hours waiting for a doctor at hospital or 3 days to repair cable/internet issue? False delivery time promises or not delivery at all

Topics Quality of Service as a Competitive Advantage Perceptions - Symptoms in the local market Step 0 Reality Check Requirements for Service Quality Breakthrough Improvement HPDC Journey Objective HPDC Value Added

Recognize the opportunity Step 0 Recognize the opportunity

Topics Quality of Service as a Competitive Advantage Perceptions - Symptoms in the local market Step 0 Reality Check Requirements for Service Quality Breakthrough Improvement HPDC Journey Objective HPDC Value Added

Reality Check All organizations are designed to get the results they actually achieve

Topics Quality of Service as a Competitive Advantage Perceptions - Symptoms in the local market Step 0 Reality Check Requirements for Service Quality Breakthrough Improvement HPDC Journey Objective HPDC Value Added

Requirements for Service Quality Breakthrough Improvement Voice of the Customer Vision – World Class? Hard numbers Design Elements Strategy Burning Platform High Performance Company Design

Topics Quality of Service as a Competitive Advantage Perceptions - Symptoms in the local market Step 0 Reality Check Requirements for Service Quality Breakthrough Improvement HPDC Journey Objective HPDC Value Added

HPCD Journey Define the Improvement SCOPE Define Business Unit Vision Social Internally Competitive framework Employee expectations KPIs Define current status Social Internally Competitive framework Employee expectations KPIs Review Actual Strategy Impact Support current GAPs? Analyze Cultural Behaviours Causing actual results Review and confirm in GEMBA

Design elements

HPCD Journey Define Business Unit Vision Prepare Improvement Roadmap Social Internally Competitive framework Employee expectations KPIs Prepare Improvement Roadmap Adjust Current Strategy Support current GAPs? Predict Negative Impact Given the changes planned Improve your action plan Validate right timing

Topics Quality of Service as a Competitive Advantage Perceptions - Symptoms in the local market Step 0 Reality Check Requirements for Service Quality Breakthrough Improvement HPDC Journey Objective HPDC Value Added

Objective CUSTOMER

Topics Quality of Service as a Competitive Advantage Perceptions - Symptoms in the local market Step 0 Reality Check Requirements for Service Quality Breakthrough Improvement HPDC Journey Objective HPDC Value Added

HPCD Value Added As part of Planning Cycle (strategic organization design) Planning scope for 5 to 10 years and adjusted annually It integrates the cultural behaviors required to change in order to get future vision and performance level Organization improvement based on Organization Design Elements Is adaptable to any company level/area

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World Class Business Solutions World Class Service Strategy Tool http://www.montecarlocg.com